Support Desk Analyst

About the role

Nscale is seeking a Support Desk Analyst to join its Support & Operations team. You will act as the first point of contact for internal users and external customers, handling technical inquiries and ensuring smooth resolution of issues.

Key responsibilities

• Receive and manage support requests via email, ticketing system, and chat.
• Diagnose and resolve hardware, software, and cloud infrastructure problems.
• Maintain accurate ticket logs, prioritize issues, and escalate when necessary.
• Assist users with account setup, permissions, and authentication.
• Document solutions to build a searchable knowledge base.
• Identify recurring issues and work with engineering to address systemic problems.
• Contribute to process improvements and automation of repetitive tasks.
• Collaborate with Internal IT, Infrastructure, and Platform Engineering teams.

Required profile

• Strong problem‑solving ability and methodical approach.
• Clear written and verbal communication skills.
• Ability to work in a fast‑paced, high‑growth environment.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Cloud infrastructure support
• Ticketing system management
• Authentication and access control